LUBOR PTACEK

VP, Product MarketingGE Digital

ServiceMax Overview

GAURAV VERMA

Sr. Product Marketing ManagerGE Digital

Service is aGrowth Engine

Growth rate in services vs. equipment sales at manufacturing companies over past decade.

(Bain 2014 Mfg. Benchmarking Study)

2X

Profit & SatisfactionEngine

IT and service leaders believe field service management helps drive profitability and customer satisfaction

(“Field Service – The Missing Link” Survey, 2016)

73%

Service Optimizes Asset Perfomance

Shifting from reactive to predictive maintenance can reduce asset productivity loss by up to 40%.40%

The Transformation of Field Service

STAGE 3SERVICE IS A PRODUCT

Defined by: customer experience

STAGE 2 SERVICE IS A DIFFERENTIATOR

Defined by: revenue

STAGE 1 SERVICE IS A COST CENTER

Defined by: efficiency

INFORMATION INSIGHTS ACTIONSOPERATIONS

ZERO UNPLANNED DOWNTIME!Lower operating cost | Extend asset lifetime | Optimize asset performance

Service Transformation in the Industrial World

Predix APM ServiceMaxConnected

Assets

Emerging Trend Outcome Based Service

DOCUMENT PROCESSINGNOT PRINTERS

FLIGHT HOURSNOT JET ENGINES

SOLAR POWERNOT SOLAR PANELS

“By 2018, 40% of the top 100 discrete manufacturers and 20% of the top 100 process manufacturers will provide Product-as-a-Service platforms.”

(IDC, 2015)

The Field Service Effect

2016 ServiceMax Customer Survey

AVERAGE RESULTS

FROM OUR CUSTOMERS COMPLIANCE

13%

Increase in service revenue

18%

13%

Decrease in repair time

11%Increase in Net Promoter

Score

19% Decrease in compliance

incidents

11%Increase

in contract renewals

15%

Reduction in safety

incidents

8%

CUSTOMER EXPERIENCE

PRODUCTIVITY & EFFICIENCY

GROWTH & REVENUE

Decrease in service cost

Increase in technician productivity

Based on: Six Categories of Field Service Management Application Functionality by Jim Robinson, Gartner, July 2016

ANALYTICS AND INTEGRATIONS• Reports• Dashboards• Service

Performance Metrics

DEMAND MANAGEMENT• IoT Integration• Customer Portal• CRM Integration

WORK PLANNING• Scheduling

Optimization• Dispatch• Parts• Trunk Stock

TECHNICIAN ENABLEMENT• Scheduling and

Routing• Knowledge Base• Installed Base

Mgmt.• Entitlements

WORK ORDER DEBRIEF• Time• Material• Expenses• Work Debrief• Close-Off

OPERATIONS• Warranty • Planned Maintenance • Contracts • Invoicing

• Reverse Logistics • Depot Repair • RMA

What is Field Service Management?

ServiceMax Platform

ANALYTICS & INTEGRATIONS

INTERNET OF THINGS

FIELD SERVICE BUSINESS PLATFORM

WORK PLANNING & SCHEDULING

WORK ORDER DEBRIEF

TECHNICIAN ENABLEMENT

ENTITLEMENTS & LOGISTICS

INSTALLED BASE

OPTIMIZATION ENGINE

MOBILE & SYNC ENGINE

ENTITLEMENTS ENGINE

SERVICE FLOW

PROCESS ENGINE

REPORTING & METRICS

ENGINE

CORE TECHNOLOGY

The Power Of CloudNative cloud-based solution

Enterprise-grade

Flexible for any scale of service demand

Subscription model

Lower IT staffing requirements

Reporting & Metrics Engine

Service audit trail

Configurable

Dashboards

Time-series analysis

Drill-downs

Service Delivery Process

ANALYTICS & INTEGRATIONS

INTERNET OF THINGS

FIELD SERVICE BUSINESS PLATFORM

WORK PLANNING & SCHEDULING

WORK ORDER DEBRIEF

TECHNICIAN ENABLEMENT

ENTITLEMENTS & LOGISTICS

INSTALLED BASE

OPTIMIZATION ENGINE

MOBILE & SYNC ENGINE

ENTITLEMENTS ENGINE

SERVICE FLOW

PROCESS ENGINE

REPORTING & METRICS

ENGINE

CORE TECHNOLOGY

Installed Base ManagementOffline visibility into configurations, location, and machine data via mobile app

Continuously updated installed products

Maintain accurate installed base data while offline

Provide feedback to product development

Analyze data for actionable business insights

Work Planning & Scheduling

Dispatch Console

Drag and drop work order scheduling

Technician availability, product accessibility, work hours, skills, etc.

Hard and soft constraints flexibility and "cost”

Continuous scheduling with Schedule Optimization

Technician EnablementField Service App – The Field-ready Mobile Experience

SCHEDULING & ROUTING

• Calendar• Navigation• Work descriptions• Debrief invoicing

SERVICE DELIVERY

• IoT Diagnostics• Parts Lookup, Orders, Consumption• RMAs• Collaboration• Knowledgebase

CUSTOMER DELIGHT

• Entitlements• Auto pricing and quotes• Checklists, data collection• Installed Base Management

Table stakes Stand out Differentiate

✔ONLINE ✔OFFLINE

Work Order Debrief

Time and parts billing

Digital sign-off

Pro-forma invoicing

Customer surveys and data collection

ERP integration

Entitlements & Logistics

Contracts & warranty management

Planned maintenance

Parts inventory with trunk stock management

Returns management (RMA)

Mobile entitlements & contract-based pricing

Service quotes/estimates

Servicemax Platform

ANALYTICS & INTEGRATIONS

INTERNET OF THINGS

FIELD SERVICE BUSINESS PLATFORM

WORK PLANNING & SCHEDULING

WORK ORDER DEBRIEF

TECHNICIAN ENABLEMENT

ENTITLEMENTS & LOGISTICS

INSTALLED BASE

OPTIMIZATION ENGINE

MOBILE & SYNC ENGINE

ENTITLEMENTS ENGINE

SERVICE FLOW

PROCESS ENGINE

REPORTING & METRICS

ENGINE

CORE TECHNOLOGY

Connected Field ServiceProductized IoT cloud integration

Deliver proactive service

Extend product life time

Enable outcome-based business models

IIoT Integration

The first solution to seamlessly combine IIoT machine data with a field service delivery system

Machine InitiatedService Requests

Remote Access, File Transfers andSoftware Mgmt.

Contextual Repair Procedures

Connected Diagnostics

Installed Base AppEmbedded Mash-ups of Machine Data

Decision Cycle in APM• Predict• Diagnose• Prioritize

Execution Cycle in FSM• Schedule• Remedy• Record

Separate Systems For Assets And People

Asset People

Decision Cycle in APM• Predict• Diagnose• Prioritize

Execution Cycle in FSM• Schedule• Remedy• Record

Closing The Automation Gap

Asset

ResourcesRecommendations

Feedback

People

APM + SERVICEMAX

Service Performance Metrics

Predefined Key Performance Indicators (KPIs) for Field Service

KPIs: Attach rate, Contract uptime, First-time fix rate, Utilization, Mean time to repair, Mean time to complete, Average response time, Repeat visit

Configurable to specific business process

Consistent benchmarks across the company

Vertical Presence

INDUSTRIAL MANUFACTURING

ENERGY & UTILITIES

HIGH TECH & TELCO

BUILDING & CONSTRUCTION

OIL & GAS

MEDICAL DEVICES

• MILLIPORE SIGMA SOLUTION

• Exploited install base to upsell service plans (10%->40%) to drive profitability

• 360 degree customer view created strong brand loyalty for repurchases

• Increased technician productivity by 5-10% by tracking KPIs in real time

• Reduced spare parts inventory by $1M+

• Contract attach rates rose from 10% to 40%

• WHY SERVICEMAX?

• Maintain market leadership by staying profitable

• Lack of visibility into service operations due to silo systems

• Difficulty in capturing leads from service organization

Medical Devices – Laboratory Equipment

NET PROMOTER SCORE

100% ⬆

• GE POWER SOLUTION

• Enabled preventative maintenance, time sheets & install base functionality

• Empowered engineers to submit time and material entries via mobile app

• Better site management & SLA attainment through installed base

COST SAVINGS

$5M+ Ï• WHY SERVICEMAX?

• Eliminate manual, discrete processing across 20+ systems

• Reap business results of standardized service delivery

• Drive new sources of profitable growth via managed services

Industrial Manufacturing - Water Treatment Equipment

Water & Process Technologies

• TYCO SOLUTION

• Executives could make better decisions through real-time view of service KPIs

• Increased visibility into customer accounts and technician’s trunk stock

• Technicians could debrief & close work orders via mobile app immediately

• WHY SERVICEMAX?

• Homegrown legacy system restricted global growth

• Aggressive growth demanded greater efficiency

• Unable to report in real time on service KPIs

FIRST-TIME FIX RATE

3% ⬆

Building & Construction -Security Systems

The Leader in Field Service Management | 100% Cloud-Based; Built on Salesforce App Cloud

400+ Customers in 40 Countries | Comprehensive Product Suite | Ecosystem of Technology Partners & SIs

115 Million Assets Managed | 1 Million+ Mobile Syncs Each Day | Used at 22+ million Locations

The Leader In FSM

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Our Mission

Our mission is to change the way organizations that service things exceed the expectations of their customers by creating innovative cloud software and services that drive efficiency, improve safety and compliance, and unleash new revenue streams.

Productivity & Efficiency

Growth & revenue

Customer Experience

Compliance

$

Employee Satisfaction

Thank You

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